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In this video @Christopher Visick talks about new functionality that is available to automate and streamline workforce management time-off requests for published schedules. Administrators can now automate the management of time-off requests for published workforce management...
In this video @Brian Feeney talks about typing indicators in Mobile Messenger. Participants can now see when the other party is typing in Mobile Messenger conversations, indicated by three dots that precede a response. This feature aligns Mobile Messenger with web messaging capabilities,...
In this video @Santosh Bhandari talks about script support in the CX Cloud from Genesys and Salesforce integration. Administrators can now use the Scripter gadget in the Genesys Cloud CX embeddable desktop component in the integration, which enables agents access to guided workflows...
In this video @Kumar Sanjeevi talks about new functionality whereby supervisors and admins can now obtain agent performance reports for inactive and deleted users Supervisors can now retrieve agent performance reports for both inactive and deleted users. This feature enables...
In this video @Krishneel Mani talks about Work Automation List view OR queries. Administrators can now use an OR operator, in addition to the existing AND operator, when they query workitems in the Work Automation List view. Within a single worktype grouping, conditions can be connected via...
In this video @Christopher Visick completes an overview on the new functionality called Virtual Supervisor Copilot and Supervisor Copilot. Supervisor Copilot is an AI tool designed to aid supervisors in monitoring and managing the performance of agents in a contact center. It...
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In this video @Joseph Ian Romero talks about how to enable real-time queue and agent monitoring with customizable notifications on Android. Supervisors can now use the new Insights app for Android to monitor queues and agents in real time, even while away from their desks. They can also set...